The Ashanti Regional Office of the Public Utilities Regulatory Commission (PURC) has intensified its virtual monitoring of electricity and water services by creating more than 40 WhatsApp platforms to facilitate the prompt resolution of consumer complaints across the region.
The initiative forms part of the Commission’s efforts to strengthen regulatory oversight, improve service delivery and bring utility regulation closer to consumers through the use of digital technology.
According to the Commission, the WhatsApp platforms connect consumers, assembly members, market associations, landlords, tenant groups, civil society organisations, as well as officials of the Electricity Company of Ghana (ECG) and the Ghana Water Limited (GWL), enabling real-time reporting and resolution of service challenges.
The Commission explained that the platforms have become effective channels for reporting faults, sharing service experiences and receiving updates on restoration works, while also serving as avenues for public education on tariffs, consumer rights and the efficient use of electricity and water.
PURC disclosed that nearly half of the more than 1,000 complaints received by the Ashanti Regional Office so far this year were submitted through WhatsApp, highlighting the growing importance of digital platforms in improving consumer access to regulatory services.
The complaints range from erratic electricity supply and power outages to low water pressure, billing disputes and other service-related concerns.
The Commission said the digital monitoring system, complemented by regular field inspections, has enabled it to identify localised utility challenges early and facilitate timely interventions before they escalate into major disruptions.
It also commended the Electricity Company of Ghana (ECG) and Ghana Water Limited (GWL) for their cooperation in responding promptly to complaints referred by the Commission.
According to PURC, the strong collaboration between the regulator and service providers has significantly improved the speed with which consumer complaints are investigated and resolved.
The Commission noted that all complaints received through its digital platforms are monitored until they are resolved, ensuring that consumers obtain appropriate redress.
It further indicated that the use of technology remains central to the Commission’s vision of making utility regulation more accessible, transparent and responsive.
PURC reaffirmed its commitment to protecting the interests of consumers while ensuring that utility providers meet their obligations.
It urged the public to continue using its official communication channels, particularly WhatsApp, to report electricity and water supply challenges for prompt attention.
